Administrator - Desk Side Services, AMT Asset Management Software

HCL Technologies Limited; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Chevron seeks an experienced Administrator - Desk Side Services to join the AMT Asset Management Software support team. The role supports core desktop technologies, partners with Chevron IT design teams, and travels to field plants including Ames, IA.

On-call and overtime may be required to ensure uptime. Responsibilities include troubleshooting Windows OS, MDN infrastructure, and video conferencing, plus documenting issues in the ITSM system and knowledge base.

Qualifications

• 5 years combined IT experience in field technologies.
• Proficiency in MDM, iOS, and related mobile apps.
• Strong Active Directory admin skills.
• Advanced troubleshooting in Windows 10 and Office 365.

Responsibilities

• Provide primary desktop support for Windows OS and conferencing systems.
• Travel to field locations; some overnight stays.
• Document issues and update Chevron Knowledge Base and ITSM entries.
• Assist with network troubleshooting and MACD activities for end users.

Skills

Mobile Device Management

Active Directory Administration

Windows 10 troubleshooting

Microsoft Office 365 troubleshooting

Hardware troubleshooting

Macs general knowledge

Tools

Microsoft Teams/Webex

Job description

Career Opportunities: Administrator - Desk Side Services, AMT Asset Management Software (179693)

Job Summary : Overview: This position is for an experienced technician on the Desktop Support team responsible for partnering with both Chevron IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to Chevron’s operating environment. This position is a field-based operations support position and will require supporting the field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on call and overtime may be required.

Key Responsibilities

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays
• Ensures consistent processes, procedures and technologies are utilized across Chevron enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Chevron products and towers.
• Document recurring issues in the Chevron Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Chevron ITSM system
• Responsible for racking and stacking of physical devices
• Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor)
• Basic Networking troubleshooting skills
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices
• Connect to device console and sharing screen through Microsoft teams/Webex
• Follow the Chevron critical incident process
• Follow Chevron required safety protocols and complete regular trainings on safety and compliance

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays
• Ensures consistent processes, procedures and technologies are utilized across Chevron enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Chevron products and towers.
• Document recurring issues in the Chevron Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Chevron ITSM system
• Responsible for racking and stacking of physical devices
• Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor)
• Basic Networking troubleshooting skills
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices
• Connect to device console and sharing screen through Microsoft teams/Webex
• Follow the Chevron critical incident process
• Follow Chevron required safety protocols and complete regular trainings on safety and compliance

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays
• Ensures consistent processes, procedures and technologies are utilized across Chevron enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Chevron products and towers.
• Document recurring issues in the Chevron Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Chevron ITSM system
• Responsible for racking and stacking of physical devices
• Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor)
• Basic Networking troubleshooting skills
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices
• Connect to device console and sharing screen through Microsoft teams/Webex
• Follow the Chevron critical incident process
• Follow Chevron required safety protocols and complete regular trainings on safety and compliance

Skill Requirements

• Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies: Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office 365 support and advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs

Other Requirements

• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Video Conferencing system support
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills
• Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of Chevron business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
• Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Chevron and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.
• Preferred Qualifications: Support Certifications, desired:
  • Microsoft Certified Professional
  • Microsoft Certified Technology Specialist
• Relocation Options: Relocation will be considered.

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays
• Ensures consistent processes, procedures and technologies are utilized across Chevron enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Chevron products and towers.
• Document recurring issues in the Chevron Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Chevron ITSM system
• Responsible for racking and stacking of physical devices
• Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor)
• Basic Networking troubleshooting skills
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices
• Connect to device console and sharing screen through Microsoft teams/Webex
• Follow the Chevron critical incident process
• Follow Chevron required safety protocols and complete regular trainings on safety and compliance

Required Qualifications:
• Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies:
o Mobile Device Management and Mobile Web Apps, iOS, etc.
o Active Directory Administration
o Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
o Microsoft Office 365 support and advanced troubleshooting.
o Hardware troubleshooting wit